Notification mail when ticket escalated

[hongphuc]

Hi all,

Please share me your advice and experience for this case.

As OTRS will send the ticket escalated notification to all agent in a Queue. I just want It sent mail to the owner only or specific agent, can I modify it?

Please help me with this and show me how can I do it.

Thanks for all in advance and look forward to hearing from your all.

Best regards,
Hong Phuc

[reneeb]

You have to change the module(s)... See Kernel/System/GenericAgent/Notify**.pm

[hongphuc]

Dear Reneeb,

Thanks for your feedback, I already try to modify the module(s)... See Kernel/System/GenericAgent/Notify**.pm but I not master in coding. Could you please show me how I can change these code to get just owner of the ticket:

# get agentss who are sucscribed the ticket queue to the custom queues
my @UserIDs = $Self->{TicketObject}->GetSubscribedUserIDsByQueueID(
QueueID => $Ticket{QueueID},
);

# get rw member of group
my %Queue = $Self->{QueueObject}->QueueGet(
ID => $Ticket{QueueID},
Cache => 1,
);

my @UserIDs = $Self->{GroupObject}->GroupMemberList(
GroupID => $Queue{GroupID},
Type => 'rw',
Result => 'ID',
);

The origin are above and it get all group member of the queue. Could you please give me a favor for this case.

Many thanks!

[reneeb]

Get The owner

Code: Select all

my $OwnerID = $Ticket{OwnerID};

[hongphuc]

Thanks Reneeb for your support, I can done as my request now.

May I ask that if I just want the escalation notification to a specific email, can we do that.

It means, all tickets will only send mail escalation to one email address (ex: test@gmail.com).

Thanks for your feedback again.

[reneeb]

Simplest way: Add an agent with that email address. say

Code: Select all

@UserIDs = <UserIDOfNewAgent>;

right before this line

Code: Select all

for my $UserID (@UserIDs) {

[hongphuc]

Hi Reneeb,

I add the agent like: @UserIDs = <test>;
for my $UserID (@UserIDs) {

But it can get the user of the agent, it show the error as below:

[Error][Kernel::System::User::GetUserData][210] [Microsoft][ODBC SQL Server Driver]Invalid character value for cast specification (SQL-22018), SQL: 'SELECT TOP 1 id, login, title, first_name, last_name, pw, valid_id, create_time, change_time FROM users WHERE id = ?'

Am I input the user of the agent wrong? Is it must add by the someway else?

Thanks for your help!

[reneeb]

You have to replace "<test>" with the ID of the user. You can get the ID in the Admin area section "Agents". When you hover over the loginname of the agent you should see the URL of the link (in most browsers it is shown near the bottom of the browser). In that URL you see something like "UserID=". Use the number after that "="...

[hongphuc]

Hi Reneeb,

Really appreciate for your help, Now it run as I want already.

Thanks a lot!